Job Description/Specification:
A property management organisation is seeking an experienced Customer Service professional to oversee front-office operations and tenant relations. The role focuses on delivering a positive experience for tenants, visitors and prospective customers while ensuring that reception services, customer inquiries and property-related requests are managed efficiently.
The successful candidate will be responsible for maintaining strong tenant relationships, resolving complaints, coordinating with maintenance teams, supporting leasing activities and supervising customer service and reception staff. This position is suitable for professionals with experience in customer service, property management, hospitality or front-office operations.
Candidates who have worked in residential, commercial, retail or mixed-use developments may be particularly well suited to this opportunity.
Key Responsibilities
Front-Office and Reception Management
The selected candidate will oversee daily reception activities and ensure that tenants, visitors and other stakeholders receive a professional welcome. Responsibilities include maintaining organised front-office operations, coordinating customer service activities and ensuring that service standards are consistently met.
Tenant Relations and Customer Support
Building and maintaining positive tenant relationships will be a central part of the role. The successful candidate will respond to tenant inquiries, manage complaints and coordinate service requests to support tenant satisfaction and retention.
Key duties include:
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Handling tenant inquiries, complaints and service requests.
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Following up on issues to ensure timely resolution.
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Maintaining professional communication with tenants and visitors.
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Recording tenant communications, requests and resolutions accurately.
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Supporting a positive customer experience throughout the property.
Leasing and Occupancy Support
The role will also support property leasing activities and tenant transitions. This includes assisting with property tours, coordinating move-ins and move-outs, and supporting lease renewal processes.
The candidate may also help address rent collection inquiries and communicate relevant information to tenants, ensuring that questions are directed to the appropriate teams when necessary.
Maintenance and Vendor Coordination
The Customer Service professional will coordinate with maintenance teams and external vendors to address property-related issues. Effective communication and follow-up will be important to ensure that tenant concerns are directed to the relevant personnel and resolved within appropriate timeframes.
Staff Supervision and Training
The position includes supervising and training customer service and reception staff. The successful candidate should be capable of guiding team members, supporting consistent service delivery and helping maintain high standards across front-office functions.
Qualifications and Experience
Applicants should meet the following requirements:
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A bachelor's degree in Business Administration, Hospitality Management, Property Management or a related field.
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Three to five years of experience in customer service, reception, tenant relations, front-office operations or property management.
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Experience supervising reception, front-office or customer service functions.
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Excellent communication and interpersonal skills.
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Strong customer service and problem-solving abilities.
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Proficiency in Microsoft Office and customer or property management systems.
Experience in residential properties, commercial buildings, retail developments or mixed-use projects is preferred.
Candidates with a combination of tenant-facing experience, staff supervision and property operations knowledge may be well positioned to handle the responsibilities of this role.
Essential Skills for Success
This position requires a service-oriented professional who can manage several priorities while maintaining a calm and professional approach. Strong organisation, attention to detail and effective communication are important when handling tenant complaints, coordinating maintenance requests and supporting leasing activities.
The ability to supervise a front-office team, maintain accurate records and follow up on outstanding issues is also essential to delivering reliable customer service.
Note: The original vacancy does not provide an official job title or location. The title above describes the main responsibilities and should not be treated as a confirmed employer-designated title.
Who Should Apply?
This opportunity is suitable for professionals with a background in customer service, tenant relations, reception management or property operations who are ready to take responsibility for service delivery and team supervision.
Applicants should highlight their relevant experience handling customer inquiries, resolving complaints, coordinating maintenance activities, supporting leasing processes and supervising front-office staff. Experience using property management or customer service systems may also strengthen an application.
Only shortlisted candidates will be contacted for the next stage of the recruitment process.